New Car Problem - Advice Needed
Discussion
Guys,
I'll set the scene... I bought a brand new car around 6-7 months ago, make and model doesn't matter but it's a medium-sized family diesel. All is well for a few months then the engine develops a loud tapping noise when at idle. Car has now covered a mere 5,000miles and still tapping on idle. It's been in to my local dealer for a few days, they advise they are aware of the fault but no solution is available and hand me the car back. Contacted UK customer services; they advise there is no solution and will tell me approximately when there will be a solution, if there will be a solution - Still no repair.
The car is frankly embarrassing to drive, has cost over £20,000 and they have no solution to fix it? What do I do? Demand a new car if they can't fix it? Ask for a new engine to be fitted? Am I being reasonable? It's very much so under warranty and covered just 5,000 miles.
Thanks!
I'll set the scene... I bought a brand new car around 6-7 months ago, make and model doesn't matter but it's a medium-sized family diesel. All is well for a few months then the engine develops a loud tapping noise when at idle. Car has now covered a mere 5,000miles and still tapping on idle. It's been in to my local dealer for a few days, they advise they are aware of the fault but no solution is available and hand me the car back. Contacted UK customer services; they advise there is no solution and will tell me approximately when there will be a solution, if there will be a solution - Still no repair.
The car is frankly embarrassing to drive, has cost over £20,000 and they have no solution to fix it? What do I do? Demand a new car if they can't fix it? Ask for a new engine to be fitted? Am I being reasonable? It's very much so under warranty and covered just 5,000 miles.
Thanks!
johnmayer said:
Give trading standards a call.
They are allowed "reasonable time" to repair the vehicle. If not then they must replace it.
I don't know how long a reasonable time equates to with a brand new £20k car, but if it was mine - a reasonable time would be about 1 working week before I was taking things further...
You paid decent money for a new motor to not have these problems. If you didn't mind these problems you'd have bought a 5 year old example with 100,000 miles would you not?
Well the car went into the garage a couple of weeks ago now, and I've had a few calls from customer service about "monitoring progress", but nothing is happening. I'm still driving a tapping car which I'm not happy about. Although in all fairness they have been reliable in calling me when they say they will, the calls are lacking information making them useless.They are allowed "reasonable time" to repair the vehicle. If not then they must replace it.
I don't know how long a reasonable time equates to with a brand new £20k car, but if it was mine - a reasonable time would be about 1 working week before I was taking things further...
You paid decent money for a new motor to not have these problems. If you didn't mind these problems you'd have bought a 5 year old example with 100,000 miles would you not?
I had been planning a Euro trip in September which I'm no longer sure I can commit to, knowing there is a problem with my car, I no longer have the confidence. Don't want to break down 1,600miles away!
I'm expecting a call back tomorrow so will discuss further options of replacement with them. Any tips on how to handle the situation?
I would be asking for a replacement car asap or my money back there is no way that noise is acceptable on a base model bread van let alone a £20k car.
If a new car was not doable then the engine should have been changed under waranty and you should have had a comparible loaner whilst the work was being done.
If a new car was not doable then the engine should have been changed under waranty and you should have had a comparible loaner whilst the work was being done.
Is something loose in the engine bay?
Would that sound like a mis-adjusted timing chain/belt and causing some kind of interference (valve + piston or something)?
If they're giving you no luck, can't you reject the car? It is clearly an abnormal sound, and shouldn't be there. It does sound mechanical/metallic to me.
But I'm no mechanic. I went to "help dad" by topping up the oil levels in his car... with unleaded petrol. I was 15 at the time, and it made perfect logical sense to ME.
Would that sound like a mis-adjusted timing chain/belt and causing some kind of interference (valve + piston or something)?
If they're giving you no luck, can't you reject the car? It is clearly an abnormal sound, and shouldn't be there. It does sound mechanical/metallic to me.
But I'm no mechanic. I went to "help dad" by topping up the oil levels in his car... with unleaded petrol. I was 15 at the time, and it made perfect logical sense to ME.
Definitely kicking-off time...you've only got their word that whatever that is (and they've admitted they don't know!) isn't damaging the engine.
Ergo, them telling you to drive the car with an unspecified engine fault could be causing unknown damage to the engine, which they will only warranty for 3 years, whereas you'd expect a modern engine to last much longer than that...
Tell them you've got the holiday planned, and that you need the car for that, and that you do not trust the car not to break down so you need it resolved BEFORE that date...and specify ~1-2 weeks before that date. You don't care if you get a new engine (NEW NEW, not "reconditioned new"), or a new car, but it has to be solved.
At the same time talk to Trading Standards and find out exactly where you stand.
Edit: A mechanic mate just popped round and I got him to listen to your video. His opinion: Probably little-end on the way out, possibly big-end, possibly a tappet but in his opinion "it's got too much energy to be a tappet". So DEFINITELY push for a resolution before you go on hols...
Ergo, them telling you to drive the car with an unspecified engine fault could be causing unknown damage to the engine, which they will only warranty for 3 years, whereas you'd expect a modern engine to last much longer than that...
Tell them you've got the holiday planned, and that you need the car for that, and that you do not trust the car not to break down so you need it resolved BEFORE that date...and specify ~1-2 weeks before that date. You don't care if you get a new engine (NEW NEW, not "reconditioned new"), or a new car, but it has to be solved.
At the same time talk to Trading Standards and find out exactly where you stand.
Edit: A mechanic mate just popped round and I got him to listen to your video. His opinion: Probably little-end on the way out, possibly big-end, possibly a tappet but in his opinion "it's got too much energy to be a tappet". So DEFINITELY push for a resolution before you go on hols...
Edited by havoc on Wednesday 27th July 21:25
Thanks for your input Chaps, much appreciated...
I emailed the CEO today with details of the problem and it simply got passed back to Customer Services who gave me a call to acknowledge the email - I didn't really expect much more but it was worth a bash.
I'm not trying to slate the manufacturer or company, because they're very good - I'm just getting nowhere and it is really frustrating, this has been going on for months now. This car cost me a fortune and was something I wanted to keep for a long time... I buy new for a reason, to maintain well and get my moneys worth. The problem is, a knackered engine after just a few thousand miles does put me off it quite a LOT!
I'm getting a call back on Friday to 'update' me on the situation, but in the meantime will get in contact with trading standards to discuss my options. I've discussed refusing/replacement/refund of vehicle and got no reply specifically about this.
Best regards,
jsg612
I emailed the CEO today with details of the problem and it simply got passed back to Customer Services who gave me a call to acknowledge the email - I didn't really expect much more but it was worth a bash.
I'm not trying to slate the manufacturer or company, because they're very good - I'm just getting nowhere and it is really frustrating, this has been going on for months now. This car cost me a fortune and was something I wanted to keep for a long time... I buy new for a reason, to maintain well and get my moneys worth. The problem is, a knackered engine after just a few thousand miles does put me off it quite a LOT!
I'm getting a call back on Friday to 'update' me on the situation, but in the meantime will get in contact with trading standards to discuss my options. I've discussed refusing/replacement/refund of vehicle and got no reply specifically about this.
Best regards,
jsg612
Sorry to hear you plight.
Firstley first impression from your video link am im an ex tech i would not be happy to drive this car without knowing the source of the fault.
Without seeing the car there are too many combinations of fault - sounds like a drive belt slapping but garage should have spotted this.
1. Start logging all calls and correspondance time date and who you spoke to
2. Get on to trading standards they can help
3. Also speak to VOSA if you feel a saftey issue they do a lot more than people think.
4. Ask to speak to the dealer princple at the garage - dont settle for anyone less - present a kirt polite but accurate account of whats happened so far and exspress you disopointment at the "proffesional dealers" lack of proffesional performace in resolving the fault.
Firmly insist the dealer princple gets involved as you feel that the lower staff are not showing enough proffesionalism.
In this conversation ask if they will arrange for the manufactures factory area technical technician to be called in to assess the vehicle and help with its diagnosis and that only the dealership master tech should work on your car from now on till the issue is resolved.
From this point on try and only deal with the dealer principle even for updates - it will bug him but hist staff more as he will be wanting a quick result i say him but i hope you get a female you will get a better response.
5. Call the manufactures customer service team - politely but firmly ask to speak to the most senior member of staff - insist they liase withe the garage to get an area engineer to inspect your car - also raise this issue advisem your are considering you right to reject the vehicle and if you are agreeable say you would consider a like for like replacement from there demo fleet at no cost from yourself you could also run this past the dealer.
this will do for starters - assuming you bought car outright - if you financed the car get finance company involved - you have the right to reject the car to them and them in to the manufacturer check terms of agreement - trading standards can advise on this.
email me your land line contact number to harryheenan@yahoo.co.uk can advise you more on options available.
Firstley first impression from your video link am im an ex tech i would not be happy to drive this car without knowing the source of the fault.
Without seeing the car there are too many combinations of fault - sounds like a drive belt slapping but garage should have spotted this.
1. Start logging all calls and correspondance time date and who you spoke to
2. Get on to trading standards they can help
3. Also speak to VOSA if you feel a saftey issue they do a lot more than people think.
4. Ask to speak to the dealer princple at the garage - dont settle for anyone less - present a kirt polite but accurate account of whats happened so far and exspress you disopointment at the "proffesional dealers" lack of proffesional performace in resolving the fault.
Firmly insist the dealer princple gets involved as you feel that the lower staff are not showing enough proffesionalism.
In this conversation ask if they will arrange for the manufactures factory area technical technician to be called in to assess the vehicle and help with its diagnosis and that only the dealership master tech should work on your car from now on till the issue is resolved.
From this point on try and only deal with the dealer principle even for updates - it will bug him but hist staff more as he will be wanting a quick result i say him but i hope you get a female you will get a better response.
5. Call the manufactures customer service team - politely but firmly ask to speak to the most senior member of staff - insist they liase withe the garage to get an area engineer to inspect your car - also raise this issue advisem your are considering you right to reject the vehicle and if you are agreeable say you would consider a like for like replacement from there demo fleet at no cost from yourself you could also run this past the dealer.
this will do for starters - assuming you bought car outright - if you financed the car get finance company involved - you have the right to reject the car to them and them in to the manufacturer check terms of agreement - trading standards can advise on this.
email me your land line contact number to harryheenan@yahoo.co.uk can advise you more on options available.
hemi mopar said:
4. Ask to speak to the dealer princple at the garage - dont settle for anyone less - present a kirt polite but accurate account of whats happened so far and exspress you disopointment at the "proffesional dealers" lack of proffesional performace in resolving the fault.
And what exactly is this alleged fault? "My diesel car makes a diesel rattly noise but is working fine so please can I have it repaired/replaced?" I suspect the second word of the dealer's reply might reasonably be "off".Ozzie Osmond said:
And what exactly is this alleged fault? "My diesel car makes a diesel rattly noise but is working fine so please can I have it repaired/replaced?" I suspect the second word of the dealer's reply might reasonably be "off".
You're joking, right? 
"My car sounds like it's about to blow up".
I woldnt be happy to drive a £1000 car that sounded like that in view of causing more damage, let alone a new car I had bought!
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